How many transactions total do you have? I mean the average is 10-12% of customers leaving feedback, so if you have more than this it will work in your favor.
Also it depends upon the claims. Did the customer not allow you to resolve it, sent a message to you maybe then went straight to claims? And how willing were you to work it out with the buyers, I mean how did it get so far the customer needed to open a claim? Were you accused of selling knock offs? And it depends upon the phones, whether they are high risk or just an answering machine type phone. your other metrics, are they within the range? Do you buy delivery confirmation? Did you leave notes with orders asking for feedback thus expect more to come soon? that should help
96% is a bit low, they like to see 98%
How you related to the buyers during those disputes and in general plays into it too. Sorry not to be of much help, I hope you keep us updated
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